Feedback and Complaints

We aim to provide you with the best possible medical service. At times you may feel that we have not achieved this and want to make your feelings known. Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably within writing, as soon as possible after the event and ideally within a few days as this helps us to establish what happened more easily.

The period for making a complaint is normally:

12 months from the date on which the event which is the subject of the complaint occurred or

12 months from the date on which the event which is the subject of the complaint comes to the complainant’s notice.

If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this. You can provide this in your own format if you wish.

Complaining on Behalf of Someone Else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint but are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it. Please ask at reception for the complaints form which includes a statement of authority that the patient can sign. Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint. Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the above circumstances apply.

Confidentiality

All complaints must be treated in the strictest confidence.

Where the investigation of the complaint requires consideration of the patient’s medical records, the Practice Manager must inform the patient or person acting on his or her behalf if the investigation will involve disclosure of information contained in those records to a person other than the practice or an employee of the practice.

The practice must keep a record of all complaints and copies of all correspondence relating to complaints but such records must be kept separate from patients’ medical records.

The practice has an annual review of complaints received within the year and the learning issues or changes to procedures which have arisen are documented.

Helping you to manage your health

Self Help

Find out more about
symptoms and conditions.

A to Z of Health:

Who do I see?

For information on how best to be seen at the Surgery, select the service or condition you require.

Abdominal Pain

Who do I see: GPAdvice: Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment, routine appointments within 1-4 weeks.

Acute Asthma

Who do I see: Practice Nurse or Clinical PharmacistAdvice: Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment, routine appointments within 1-4 weeks.

Blood Pressure Monitoring

Who do I see: Health Care AssistantAdvice: Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment, routine appointments within 1-4 weeks.

Blood Tests

Who do I see: PhlebotomistAdvice: Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment. Appointments for blood tests MUST have been requested by your doctor or other health care professional.

Blue Badge Forms

Boils

Who do I see: GPAdvice: Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Breathlessness

Who do I see: Practice Nurse/GP or A&E for severe symptomsAdvice: Telephone 999 or 111 if symptoms are severe. For less serious breathing issues such as COPD or chest infections, please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Cellulitis

Who do I see: GPAdvice: Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Cervical Smears

Who do I see: Practice NurseAdvice: Once you are invited, please book an appointment online, or contact reception on 020 8997 4747 to make an appointment, on a day that you are not bleeding or on your period.

Chest Infections

Who do I see: GP if persists for more than 1 week, or other chest issues (asthma)Advice: Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment. Routine appointments within 1 – 4 weeks.

Chest Pain

Who do I see: GP or A&E for severe symptomsAdvice: Telephone 999 or 111 if symptoms are severe. If not severe and has lasted for more than a few days, please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Children’s Immunisations

Who do I see: Practice NurseAdvice: Baby Clinic is run by our Practice Nurses, appointments needed for immunisations; please book an appointment online, or contact reception on 020 8997 4747 to make an appointment. Find out more at NHS Choices.

Chronic Heart Disease

Who do I see: Practice Nurse or GPAdvice: Annual clinic appointments will be sent to all CHD patients, please ask for an earlier appointment if worried.

Coils or Implants

Who do I see: GPAdvice: Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment with the correct GP.

Colds

Constipation or Piles

Who do I see: Community Pharmacy/GP if persists more than 1 weekAdvice:Search for your nearest community pharmacist. For a GP, please book an appointment online, or contact reception on 020 8997 4747 to make an appointment. Routine appointments within 1- 4 weeks.

Contraception and Family Planning

Who do I see: Family Planning Clinic/GP/Practice NurseAdvice:Find out more information about Ealing Family Planning Clinics. Contraception and family planning appointments are available at various times every day. For a GP or a Practice Nurse, please book an appointment online, or contact reception on 020 8997 4747 to make an appointment. Routine appointments within 1 – 4 weeks.

Cough

Who do I see: Community Pharmacy/GP if persists for more than 3 weeksAdvice:Search for your nearest community pharmacist. For a GP, please book an appointment online, or contact reception on 020 8997 4747 to make an appointment. Routine appointments within 1 – 4 weeks.

Dementia Screening

Who do I see: Healthcare Assistant/Practice NurseAdvice: Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Dental Problems

Who do I see: Dentist/GP for dental abscess if no emergency dentist availableAdvice: Please book an appointment with your dentist or find a dentist near you: NHS Find Dentist Services. For a GP, please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Depot Injection (other)

Who do I see: Practice NurseAdvice: Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Depot Injection (contraception)

Who do I see: Family Planning Clinic/GP/Practice NurseAdvice:Find out more information about Ealing Family Planning Clinics. Contraception and family planning appointments are available at various times every day. For a GP or a Practice Nurse, please book an appointment online, or contact reception on 020 8997 4747 to make an appointment. Routine appointments within 1 – 4 weeks.

Depression

Who do I see: IAPT Service/GPAdvice: Visit ealingiapt.co.uk for IAPT services, or please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Diabetes Monitoring

Who do I see:Healthcare Assistant/Practice Nurse (full annual)/Clinical Pharmacist (medication)Advice:Routine annual clinic appointments reminders will be sent to all our patients with diabetes. Reception staff will direct you to the most appropriate health care professional. For the surgery, please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Diarrhoea

Who do I see: Community Pharmacist/GP if persists longer than 7 days or in a career dealing with food or caring for othersAdvice:Search for your nearest community pharmacist. For a GP, please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Diet/Lifestyle Changes

Who do I see: ONE YOU Ealing, Heath Care AssistantAdvice: Please visit oneyouealing.org, Tel: 0300 4560556, or for a Health Care Assistant, please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Dizziness

Who do I see: GPAdvice: Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Dressings

Who do I see: Health Care Assistant/Practice NurseAdvice: Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Drug Addiction

Ear Care/Ear Wax

Who do I see: Community Pharmacy/Heath Care AssistantAdvice:Search for your nearest community pharmacist. If you think you may need ear irrigation (‘syringing’ ) please speak to one of our Health Care Assistants who will advise you by booking an appointment online, or contacting reception on 020 8997 4747 to make an appointment. Also please check the following information on NHS Choices.

Earache

Who do I see: GPAdvice: Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

ECG

Who do I see: Health Care Assistant/Practice NurseAdvice: Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment. This must have been approved by the GP prior to booking.

Eye Injuries

Fit Note (Sick note)

Who do I see: Self certify first 7 days, then routine GP appointmentAdvice: For a GP, please book an appointment online, or contact reception on 020 8997 4747 to make an appointment. Routine appointments are usually within 1 to 4 weeks.If you have been discharged from hospital, your hospital team will issue any fit notes for the entire period of your recovery. Please contact the ward staff (even after discharge). Schools should not request a GP letter to confirm absence, this can be written by a parent or guardian.

Flu Vaccine

Who do I see: Practice NurseAdvice: Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Forms, certificates and medicals

Who do I see: AdministratorAdvice: A medial examination will be booked if necessary. Completion of forms, certificates and medicals are not covered under the NHS. Payment for reports must accompany the request or appointment booking (i.e. in advance). Charges are aligned with the BMA’s guidelines. Please read the form carefully and fill in and sign any parts that you need to complete before you bring the form to the surgery. Allow up to 28 days for the process to be completed, you will be contacted by phone when your form is ready for collection. Please note we do not sign passport forms.

Headaches

Who do I see: GPAdvice: For a GP, please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Holiday Cancellation Certificate

Who do I see: GP Surgery ReceptionistAdvice:Please attend in person or post the documentation and payment. Holiday Cancellation forms are not covered by the NHS, there will be a charge for this service. Payment for reports must accompany the request or booking (i.e. in advance). Charges are aligned with the BMA’s guidelines. Please read the form carefully and fill in and sign any parts that you need to complete before you bring the form to the surgery. We ask that you allow up to 28 days for the process to be completed, you will be contacted by phone when your form is ready for collection.

Hyperventilation

Who do I see: IAPT Service/GPAdvice: Please visit ealingiapt.co.uk or for a GP, please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Insurance Reports

Who do I see: GP Surgery ReceptionistAdvice: Completion of forms, certificates and medicals are not covered under the NHS. Please read the form carefully and fill in and sign any parts that you need to complete before you bring the form to the surgery. We ask that you allow up to 21 days for the process to be completed, you will be contacted by phone when your form is ready for collection.

Medical Reports

Who do I see: GP Surgery ReceptionistAdvice: Completion of forms, certificates and medicals are not covered under the NHS. Please read the form carefully and fill in and sign any parts that you need to complete before you bring the form to the surgery. We ask that you allow up to 21 days for the process to be completed, you will be contacted by phone when your form is ready for collection.

Medication Reviews

Who do I see: GPAdvice: Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Moles

Who do I see: GPAdvice: For a GP, please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Mouth Problems

Who do I see: Community Pharmacy/Dentist/GP for Dental abscess if not emergency dentist availableAdvice: Please book an appointment with your dentist or find a dentist near you: NHS Find Dentist Services, or you may find your nearest community pharmacy. For a GP, please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Removal of Stitches

Who do I see: Practice Nurse/Health Care AssistantAdvice: Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Ring Pessary

Who do I see: GPAdvice: Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Shingles Vaccine

Who do I see: Practice NurseAdvice: Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Sick Note (Fit Note)

Who do I see: Self certify first 7 days, then routine GP appointmentAdvice: For a GP, please book an appointment online, or contact reception on 020 8997 4747 to make an appointment. Routine appointments are usually within 1-4 weeks. If you have been discharged from hospital, your hospital team will issue any fit notes for the entire period of your recovery. Please contact the ward staff (even after discharge). Schools should not request a GP letter to confirm absence, this can be written by a parent or guardian.

Smoking Cessation

Who do I see: OneYou Ealing/SmokeFree Clinics EalingAdvice: You can visit oneyouealing.org, Tel: 0300 4560556, or phone SmokeFree Clinics Ealing on 0800 8766683 or 02007 5798622. Find out more from the NHS advice page.

Travel Vaccinations

Who do I see: Practice NurseAdvice: Please book at least 1 month before travelling and either book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Urine Infections

Who do I see: GPAdvice: Please bring a urine sample into the consultation; sterile pots available at reception. Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Vitamin B12 Injection

Who do I see: Practice NurseAdvice: Please book an appointment online, or contact reception on 020 8997 4747 to make an appointment.

Vomiting

Who do I see: Community Pharmacy/GPAdvice:Please search for your nearest community pharmacist. For babies and toddlers, or if it persists longer than 1 week in children and adults, please see the GP by booking an appointment online, or contacting reception on 020 8997 4747 to make an appointment.

Warfarin Monitoring

Who do I see: Health Care Assistant/Practice NurseAdvice: Please book an appointment online,or contact reception on 020 8997 4747 to make an appointment.